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Loxley ROES SupportTroubleshootingFAQs

Minimum System Requirements Windows XP Service Pack 2/Mac OS 10.4 2GB RAM 1.8GHz Processor 200 MB free hard disk space Broadband internet connection Latest version of Java (download latest version here)	Recommended System Specs With Windows XP now over 10 years old, some installations now struggle to run the latest version of Java. Therefore, for smooth operation we recommend; Windows 7 64 bit/Mac OS 10.6 4 GB RAM

Loxley ROES Quickstart Guide Covers everything from the basics right up to tips and tricks to help you maximize your design potential.

Loxley ROES Video Tutorials



Download & Setup Short video tutorial on how to download and setup Loxley ROES. Running Time: 2m 37s Video Available in HD (720p)		Getting Started Short video tutorial on how to get started with Loxley ROES. Running Time: 4m 36s Video Available in HD (720p)		ARCHITECT™ Album Design Service Video tutorial on how to order albums Loxley Colour's new album design service. Running Time: 11m 31s Video Available in HD (720p)


Below are the solutions to some common issues you may experience whilst using Loxley ROES. 1. ROES will not launch error message - Mac 2. ROES will not launch error message - PC 3. Missing ROES shortcut - Mac 4. Missing ROES shortcut - PC 5. The order won't send over the internet (error messages appear) 6. I can't see the add to order button. Why is it missing? 1. ROES will not launch error message - Mac Back to top In most circumstances, removal of ROES followed by a freshen-up of Java resolves launch issues. To do this, please go through the following steps. Search for a folder called .roescache and delete it and all its contents. To find the folder on a Mac select the 'Go' menu at the top of your desktop. Select 'Go to Folder'. Enter '~/.roescache' and delete the folder when it appears. Next, it would be best to clear your Java cache. Navigate to Applications, Utilities and double click on Java Preferences to launch the Java Control Panel. Select the Network tab and then click on the Delete Files button. Finally, click 'OK' with both radio buttons selected. Now to reinstall ROES, double check that you do not have a desktop icon any more. If you do, simply delete it. Please click on the link below to see if ROES now installs. www.softworksroes.com/roes/labs/loxleycolour/launchram.jnlp If ROES still doesn’t launch, it would be best to contact the Loxley Colour Customer Service team. Please note any error message displayed when the failure happens. Obtain your computers specs by right clicking ‘Computer’ or ‘My Computer’ and selecting ‘Properties’ as this information will help the support staff resolve the issue. Customer Service can be reached at cs@loxleycolour.com or 0845 519 5000. 2. ROES will not launch error message - PC Back to top In most circumstances, removal of ROES followed by a freshen-up of Java resolves launch issues. To do this, please go through the following steps. Search for a folder called .roescache and delete it and all its contents. On Windows XP, it can be found in; C:\Documents and settings\yourusername\.roescache On Windows Vista & Windows 7, it can be found in; C:\Users\yourusername\.roescache Next, it would be best to clear your Java cache. Open your control panel & select 'Java'. When the ‘Java Control Panel’ opens, select ‘Settings’. Next, select 'Delete Files' Finally, click 'OK' with both radio buttons selected. Next, visit www.java.com & click the ‘Free Java Download’ button to ensure you have the latest release of Java. You will be taken through some simple steps if an update is available. Now to reinstall ROES, double check that you do not have a desktop icon any more. If you do, simply delete it. Please click on the link below to see if ROES now installs. www.softworksroes.com/roes/labs/loxleycolour/launchram.jnlp If ROES still doesn’t launch, it would be best to contact the Loxley Colour Customer Service team. Please note any error message displayed when the failure happens. Obtain your computers specs by right clicking ‘Computer’ or ‘My Computer’ and selecting ‘Properties’ as this information will help the support staff resolve the issue. Customer Service can be reached at cs@loxleycolour.com or 0845 519 5000. 3. Missing ROES shortcut - Mac Back to top To create a shortcut for ROES on your Mac please follow the instructions below. Go to the Utilities Folder. From there, select Java Preferences. When the next window opens make sure ‘Applications’ is selected in the drop down list. Highlight ROES & click the black arrow icon found at the top of the window. You should now have a new desktop shortcut. 4. Missing ROES shortcut - PC Back to top To install a new desktop shortcut for Loxley ROES on a PC please follow the steps below. Click the Start button & in the Run / Search dialogue box, type “javaws –viewer”. This will open the Java Cache Viewer. Highlight Loxley ROES with a single click. Now click on the icon with the black arrow. This should create a new desktop shortcut which will launch ROES. 5. The order won't send over the internet (error messages appear) Back to top Usually a failed order is related to your firewall. The firewall settings may be preventing your computer from connecting to us. Most firewalls will have an application list displaying all the programs that require internet access. Try amending your firewall settings to allow any Java based application and ROES full inbound & outbound access. On a PC, you may have a Windows firewall and a bought firewall such as Norton or McAfee etc. It is not necessary to have both firewalls active and you can switch off one of these. IMPORTANT: Please be aware of the risks associated with running your computer without an enabled firewall. If you are not sure, please seek professional I.T. advice. 6. I can't see the 'Add to Order' button. Why is it missing? Back to top If the main Loxley ROES ordering window is too small, buttons can sometimes be hidden from view. Simply expand the Window by dragging the bottom right corner outwards. The buttons should now reveal themselves.


This section discusses some common questions users have when using Loxley ROES. 1. Orders take a long time to send 2. I can't send an order as I don't have asn account number 3. Why can't I press the 'Add to Order' button? 4. My products window is missing. How do I retrieve it? 5. My options window is missing. How do I retrieve it? 6. How can I install ROES on a second computer? 7. Why don't I receive confirmation emails? 8. How can I preview album pages to my client before sending the order? 9. Why do the prices appear in dollars? 10. How can I see what each of the templates for the albums look like before selecting them? 11. Can I make up pages in another program to use in my album/book design? 12. Can I batch send my orders? 13. Can I send a duplicate of an order I have already sent without creating the order from scratch? 14. How can I order a print if the size is unavailable? 15. How can I launch manually if I don't have a desktop shortcut? 16. Why do my images look very pixellated and/or dark when I drag the thumbnail into the template? 1. Orders take a long time to send Back to top Normal upload speed is 100MB per hour, so it is to be expected that some orders will take a long time to come through to us. The main restriction is at the users end & factors such as contention ratio, ISPs upload speed & time of day will influence the upload time. 2. I can't send an order as I don't have an account number Back to top If you do not know your account number, please contact customer services on 0845 519 5000 or cs@loxleycolour.com. If you have ordered from us before, your account number should appear on any invoices that you have. 3. Why can't I press the 'Add to Order' button? Back to top The button is greyed out because there is an empty layer on the page. This may be the background layer or any of the smaller images. To add the page to your order without filling the empty space, hold down the ALT key (Windows) or the command key (Mac) and the button will change to ‘add with empty’. 4. My products window is missing. How do I retrieve it? Back to top Click ‘Sizes’ followed by ‘Show Sizes Palette’. You should now have the window containing our product range. 5. My options window is missing. How do I retrieve it? Back to top Click ‘Options’ followed by ‘Show Options Palette’. You should now have the window containing our product range. 6. How can I install ROES on a second computer? Back to top Login at loxleycolour.com on the second computer & select ‘Software’. Next select ‘Loxley ROES’. Clicking ‘Launch Loxley ROES’ at the right hand side of the page will install the software on this computer. If you have any problems, please contact customer services on 0845 519 5000 or e-mail cs@loxleycolour.com. 7. Why don't I receive confirmation emails? Back to top You may have the incorrect email address entered in the ‘my information’ section within the main ordering screen, or, the confirmation email may be treated as spam and bypass your inbox (adjust the settings on your spam filter). 8. How can I preview album pages to my client before sending the order? Back to top Once you have added all the pages to the order, click on ‘open & save’ and save as an incomplete order. Then click on ‘review order’ and then ‘render’. You will be asked to select a folder for the rendered images to be saved to. ‘Presenter’ will then open and your pages will appear in their rendered form in the lower window. Please note: If you are using full size files and you have a lot of pages the render process will take some time. Once all your images have been rendered they will appear in your selected folder as low resolution JPEGs. These can be emailed to your client or burned to disc for viewing on screen. 9. Why do the prices appear in dollars? Back to top The figures are correct, only the symbol is wrong. If you use Windows you can amend this by following the instructions in the Currency Set Up tutorial. 10. How can I see what each of the templates for the albums look like before selecting them? Back to top You may not have the sizes palette open. Click on the sizes button, select ‘show sizes palette’ from the pop up menu. The sizes palette will open on the left hand side of your screen, and your other windows can be adjusted ins size so that all the sections are available at the same time. Click on ‘catalogues’ at the bottom of the palette to navigate to the different product catalogues. 11. Can I make up pages in another program to use in my album/book design? Back to top Yes, but the finished pages will have to be JPEGs. Bear in mind that your images cannot be colour corrected individually if you make pages this way. When the templates on ROES are used, your pages are not ‘flattened’, so when they arrive to us, therefore each image can be adjusted. 12. Can I batch send my orders? Back to top When you get to the ‘complete order’ stage you can select ‘save order for sending later’. When you have created all your orders you can then access these saved orders by clicking ‘Open and Save’ and selecting ‘Show Queued Orders’. You can then opt to ‘Send All’. 13. Can I send a duplicate of my order I have sent already without creating the order from scratch? Back to top Orders that have been sent online to us are saved in your ‘queued orders’ section within ‘open and save’. The default length of time that these orders will be backed up for is 15 days, but you can increase this by clicking on the ‘preferences’ button. The order can be highlighted & opened as new. 14. How can I order a print if the size is unavailable? Back to top You can increase your canvas size using Photoshop or other software and then drop your image into the next nearest template. If you are using Photoshop, size your image to the constraints that you require, then click on the Image menu at the top of the screen and select ‘canvas size’. You can then add a canvas extension to fit one of the available sizes. 15. How can I launch manually if I don't have a desktop shortcut? Back to top You can click on the following link: http://www.softworksroes.com/ROES/labs/LoxleyColour/index.html 16. Why do my images look very pixellated and/or dark when I drag the thumbnail into the template? Back to top The images appear to be pixellated because they are only thumbnails of your images and they are not the original files. They may appear dark if you have used a colour space other than sRGB. Your final printed image will not be affected.